Field Service Engineer

Job description

About the role The Field Service Engineer acts as a technical advisor and service specialist providing advanced installation, system integration, diagnostics, and predictive maintenance for complex machinery, hardware, and software systems in the apparel and industrial sectors. This role drives digital tools integration, consultative solutions selling, and client relationship management to optimize system performance and support digital product passports, cybersecurity, and sustainability standards.

Key Responsibilities

Perform complex installations, system configurations, calibrations, operational readiness, and client training for advanced industrial machinery and software systems. Manage Cloud-Connected Printer and device fleets to support centralized management and seamless enterprise deployments. Provide diagnostic troubleshooting for critical equipment failures using diagnostic tools, RPA, ticketing systems, and AI-powered platforms.

Utilize data analytics, predictive maintenance tools, and RFID Encoding Accuracy & Quality Analytics to proactively address recurring issues. Conduct site surveys and audits to develop proactive service plans, evaluate equipment condition, and recommend system upgrades or repairs. Engage directly with clients as a technical advisor to recommend tailored solutions, collaborate with internal teams, and support consultative selling.

Advise clients on Digital Product Passports (DPPs) and Sustainability Support solutions to ensure alignment with emerging global regulatory standards. Utilize remote monitoring tools, AR visual assistance platforms, omnichannel apps, and AI video for real-time diagnostics and remote guidance. Establish and maintain strong customer relationships, manage service delivery expectations, and provide technical recommendations for system expansions.

Ensure compliance with safety standards, lead risk assessments, adhere to Industrial Cybersecurity Compliance, and maintain accurate technical documentation and root cause analyses.

Qualifications

Minimum of 2 years of experience in the Field Service industry. Bachelor’s degree in Industrial, Electrical, or Mechanical Engineering, or equivalent technical certification/experience. Strong knowledge of mechanical, electrical, hardware, and software systems used in the apparel industry (Thermal Printing, RFID technology, PLC/IoT automated machinery). Expertise in advanced troubleshooting techniques, both on-site and remotely using digital tools and data-driven processes.

Proficiency in digital transformation drivers including Cloud Fleet Management, ERP/MES integration, IoT Telemetry, RFID Analytics, AR Remote Support, DPPs, and Industrial Cybersecurity Standards. Experience with remote support technologies, including video assistance, AI Video, and remote troubleshooting platforms. Strong critical thinking and analytical skills to evaluate data from ticketing systems and digital tools for root cause identification.

Excellent customer-facing communication skills with the ability to translate complex technical concepts for non-technical stakeholders. Fluency in English (verbal and written); fluency in Mandarin is a plus. Experience with complex enterprise systems and cutting-edge technologies (e.g., RPA, IoT, Service Max) is a plus.